The Handling Complaints module focuses on helping CSRs deal with complaining customers. The lessons in this module include information regarding how to:

  • Avoid the common CSR responses that often make the customer MORE angry and frustrated.

  • Not be afraid of difficult customer emotions.

  • Express empathy for the customer.

  • Avoid taking the customer's frustration personally.

  • Use the "reflect and paraphrase" technique  to let the customer know you are REALLY listening and working to help them.

  • Ask better questions to understand what the customer really wants and needs to be fully satisfied.

  • Know when (and how) to apologize.

Note: Additional training tools and resources are available including a facilitator guide with video, PowerPoint presentations and handout masters (if you wish to conduct your own face-to-face training) and participant workbooks that can be used as a companion to live training and e-learning delivery. Contact us for more information on these additional resources.

For more information please request an information package

You may call Frontline Learning at (763) 390-2430  or email info@phoneskillstrainer.com

 

  

 

Phone Skills                   Trainer Modules:

 

 

 

Now also available as a video or audio podast!